[IAEP] our homework assignment

Walter Bender walter.bender at gmail.com
Wed Jan 21 02:43:08 EST 2009

Thomas Limoncelli gave a keynote at LCA this morning and recommended
that projects address these questions:

1. written policies:
  * SLA and AUP
  * scope of support (who, what, where, when)
  * how users should get help
  * what constitutes an emergency

2. help request/ticket system + next budget wiki

3. checklist for procedures

4. well-defined project priorities

5. monitor utilization - no surprise scarcity


Walter Bender
Sugar Labs

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